Incident Management Lead Engineer

Mass Financial Services; Boston (MA); On-site; USD 140,000 - 180,000; Full time

Job summary

Mass Financial Services is seeking an IT Service Management Lead Engineer to oversee Incident and Problem Management, driving governance, ownership, and documentation to improve service stability and resilience.

The role partners with service owners, technical teams, and leadership to restore services, identify root causes, track remediation actions, and reduce recurring incidents, while maintaining ITSM metrics and executive reporting.

Qualifications

• Bachelor's degree or equivalent experience.
• ITIL 4 Foundation certification a plus or 5-6+ years of ITSM experience with responsibility for Problem, Incident, or Major Incident Management.
• Strong knowledge of ITIL Incident and Problem Management, governance, root-cause analysis, known errors, corrective actions, and continual improvement.

Responsibilities

• Lead Major Incident Management activities with incident owners for detection through restoration.
• Facilitate daily operational reviews, governance meetings, and executive service reviews for incidents and problems.
• Drive Problem Management lifecycle: RCA, AARs, known-error docs, action plans to prevent recurrence.

Skills

ITIL

Incident management

Problem management

Major incident

Executive communication

Analytical thinking

Education

Bachelor's degree or equivalent experience

Job description

At MFS, you will find a culture that supports you in doing what you do best. Our employees work together to reach better outcomes, favoring the strongest idea over the strongest individual. We put people first and demonstrate care and compassion for our community and each other. Because what we do matters - to us as valued professionals and to the millions of people and institutions who rely on us to help them build more secure and prosperous futures.

THE ROLE

The IT Service Management Lead Engineer is a senior member of the Problem Management function responsible for leading and governing Incident and Problem Management processes that support service stability, reduce business impact, and improve operational resilience.

The role coordinates major incidents and problem records from initiation through resolution or completion. Responsibilities include facilitating governance meetings, establishing clear ownership, maintaining accurate documentation, tracking corrective and preventive actions, and ensuring appropriate follow-through.

For Incident and Problem Management, the position works with service owners, technical teams, and leadership to restore services, identify root causes, track remediation activities, and reduce recurring incidents.

The role also maintains ITSM metrics and executive reporting covering service health, major incidents, open problems, risks, aging items, and improvement opportunities.

As a senior member of the function, the Lead Engineer promotes consistent ITSM practices, process improvement, automation, accountability, service reliability, and continuous improvement across the technology organization.

WHAT YOU WILL DO

• Lead Major Incident Management activities, working closely with incident owner(s), to coordinate response efforts from detection through service restoration, including bridge management, stakeholder communications, escalation management, and executive engagement.
• Facilitate daily operational reviews, weekly governance meetings, and executive-level service review forums focused on major incidents, root cause analysis (RCA) progress, problem records, service risks, and corrective actions.
• Drive the Problem Management lifecycle, ensuring timely root-cause analysis, After-Action Reports (AARs), known-error documentation, corrective action plans, and preventive measures that reduce incident recurrence and improve service reliability.
• Serve as the process owner and subject matter expert for Incident and Problem Management practices, ensuring consistent execution of ITIL-aligned processes across the technology organization.
• Assume command of Major Incident response for critical and high-severity technology disruptions, establishing a single coordination point across different technical towers, and stakeholders from declaration through service restoration and transition to post-incident review.
• Maintain accurate and auditable records of incidents, problems, decisions, timelines, evidence, communications, and corrective actions within approved ITSM platforms and supporting systems.
• Develop and deliver executive reporting and service-management metrics, providing visibility into service health, incident trends, operational risks, SLA attainment, aging issues, and continuous improvement opportunities.
• Partner closely with application, infrastructure, cloud, cybersecurity, service desk, business continuity, risk, and business stakeholders to coordinate resolution of complex cross-functional issues and service disruptions.
• Ensure adherence to established governance standards by validating ownership, accountability, escalation paths, communication requirements, due dates, policy compliance, and closure criteria for incidents and problems.
• Identify and implement opportunities to improve operational resilience through process optimization, automation, monitoring and observability enhancements, controls strengthening, and operational best practices.
• Analyze incidents and problems to identify recurring patterns, systemic risks, service vulnerabilities, and emerging trends, and recommend targeted remediation strategies.
• Support regulation, audit, risk management, and compliance activities by providing evidence, documentation, metrics, and process oversight related to ITSM controls and operational effectiveness.

WHAT WE ARE LOOKING FOR

• Bachelor's degree or equivalent experience.
• ITIL 4 Foundation certification a plus or a minimum 5-6+ years of IT Service Management experience, with significant responsibility for Problem, Incident, or Major Incident Management
• Demonstrated ability to rapidly assess and articulate technology incidents in terms of business impact, including impact to investment management, trading, portfolio management, data availability/ integrity, regulatory obligations, and critical business services.
• Strong knowledge of ITIL Incident and Problem Management, including governance, root-cause analysis, known errors, corrective actions, and continual improvement
• Exp